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The IT Operations Management (ITOM) Expert will support the Sponsor's organization responsible for championing governance and quality. The organization is focused on improving efficiency and capabilities to build, deliver, and sustain IT Network solutions. The selected candidate will be responsible for architecting the capability and usage of the organization ServiceNow Enterprise IT Operations Management (ITOM) workflow, as well as driving the architecture for the Configuration Management Database (CMDB). This will consist of working with multiple stakeholders in various groups to define, develop, and institutionalize strategic processes across multi-fabric information environments.

Responsibilities include, but are not limited to:

• Architect the capability and usage of the organization ServiceNow Enterprise IT Operations Management (ITOM) workflow.
• Define relationships between Configuration Items and Assets within the organizations ServiceNow Configuration Management instance.
• Lead workforce engagement and collaboration efforts.
• Provide technical writing and customer engagement support.
• Leads workforce engagement and collaboration efforts.
• Knowledge of network operations tool, such as Splunk and Network Node Manager (NNM), to aid in the efforts of architecting a wholistic solution.
• Consolidate inputs from various partners and identify challenges, inconsistencies, and gaps.
• Convey complex technical topics to individuals and groups with varying level of technical expertise.
• Developing and presenting complex technical documents, procedures, reports, and briefings.
• Identifying gaps in capabilities and strategic needs in relation to the strategic direction.
• Identifying opportunities for strengthening, streamlining, and standardizing process.

• A SME in ServiceNow's Enterprise IT Operations Management (ITOM).
• Understand how to ingest Cl feeds via API and leverage CMDB identification & reconciliation.
• Ability to drive a CMDB architecture.
• Must be able to improve Incident records via alert and event feeds.
• Proficient in technical writing and customer engagement support. Must be able to support team by being the front door in engagement for human quality assurance.
• Ability to review customer feedback to identify pain points and propose solutions.
• Deep understanding in IT Network systems and supporting network operations applications.
• Demonstrated experience collaborating across enterprise organizations at all levels.
• Strong corporate communication expertise with desired experience writing to both broad project level and executive audiences.
• Ability to translate requirements into end-to-end designs that involve multiple interfaces.
• Able to translate complex technical terminology, concepts and issues in terms understandable to technical and non-technical management and resources staff.
• BS 12-15, MS 10-13, PhD 8-10, or relevent experience.
• TS/SCI with Polygraph.